ServiceNow Architect

Role Summary

The Technical Architect - Service Now is responsible for leading the technical direction, architecture & design, integrations, and platform governance of Service Now implementations. This person ensures that solutions are scalable, maintainable, secure, and aligned with business strategy and best practices. They bridge business requirements with technical execution, mentor teams, and participate in stakeholder discussions across technical and non-technical audiences.

• Lead workshops / discovery sessions with stakeholders (business, operations, IT) to understand current‑state processes, define future‑state vision, uncover requirements, constraints, and opportunities.
• Design end‑to‑end Service Now solutions and technical architectures that align with organization’s strategic goals, considering scalability, performance, security, maintainability, integrations, data model, and user experience.
• Define roadmap(s) and solution intent / blueprints: translate business goals into architecture, technology decisions, module usage, platform configuration vs custom development.
• Ensure adherence to best practices, Service Now leading practices, coding standards, design patterns, security standards, data governance, and configuration over customization.
• Manage or oversee integrations between Service Now and other systems (via REST, SOAP, Integration Hub, MID Servers, etc.), ensuring reliability, security, latency, error handling, monitoring.
• Establish / enforce architecture governance: review designs from development teams/partners, perform code review, ensure technical debt is tracked and managed, monitor instance health.
• Mentor and lead junior architects, developers, administrators; elevate team capabilities.
• Work with enterprise architects / platform owners to define platform strategy: instance strategy, environment strategy, upgrade/migration plans.
• Support presales / proposal efforts by scoping, estimating, and designing reference architectures.
• Participate in operational considerations: performance tuning, capacity planning, availability, disaster recovery, security compliance.
• Stay up to date with new Service Now features, modules, trends (e.g., AI/ML, data fabric, Now Assist), assess applicability, and recommend adoption where relevant.

• Experience:
  
  Typically 10+ years of relevant experience in IT, of which several years are hands‑on with Service Now—both in configuration and architecture. Some roles require more depending on seniority.
• Deep experience across multiple Service Now modules/workflows (for example, ITSM, ITOM, Discovery, ITAM, CSM, HRSD, Sec Ops, GRC, etc.).
• Strong integration experience: REST/SOAP APIs, Integration Hub, MID Server, custom integrations.
• Understanding of data modeling, CMDB, metadata, core data, data governance, security.
• Experience in defining and implementing technical governance, architecture operating models, instance strategy.
• Good knowledge of IT best practices and frameworks: ITIL, Agile methodologies, Dev Ops, CI/CD practices.
• Strong problem‑solving, analytical skills; ability to resolve technical trade‑offs (e.g., custom vs. configuration, performance vs. maintainability).
• Excellent communication skills: ability to explain technical designs to business stakeholders, leadership, peers; also effective writing of architectural documentation.
• Certifications:
  
  Service Now Certified System Administrator (CSA) is typically required. Other relevant certifications like Certified Application Developer (CAD), CIS for relevant modules, or higher‑level architecture credentials (e.g. Certified Master Architect / Certified Technical Architect) are strongly preferred.